Job Title
Enterprise IT Support Officer (EITSO) – Dedicated Support
Company
ManTech
Job Description
Secure our Nation, Ignite your FutureBecome an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International Corporation, you’ll help protect our national security by providing enterprise IT support for one of our most critical customers in the Intelligence Community.As we embark on a transformational journey with our customer where high operational availability is vital and service excellence is the norm, you will be rewarded with meaningful and purposeful work, shaping the success of a new program, and gaining experiences to advance your career.Currently, ManTech is seeking a motivated, career and customer-oriented Enterprise IT Support Officer (EITSO) to serve on a team of IT support professionals responsible for incident response, deskside service, and project management. Teams are organized geographically across Northern Virginia.Opportunities exist to become a member of one of several teams. They include Geographic Location Support Centers, Centralized Service Desk Operations, or Mission Component Teams. Regardless of the team, you will use an ITIL-based process to streamline the ingestion, triage, categorization, action, and resolution for all incoming incidents, requests, and demands. You and your team provide daily support to the IT infrastructure and mission applications, including Tiers 0–2, which includes problem recognition, research, isolation, resolution, and follow-up steps.Responsibilities include, but are not limited to:Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demandsAnalyzing, troubleshooting, designing, and implementing fixes without escalating to Tier 3 supportProviding basic user training in support of off-the-shelf applications and office productsPerforming remote desktop triage and system repair using remote tools.Maintaining and updating records and tracking databasesAnswering questions regarding system procedures, online transactions, systems status, and downtime proceduresCollaborating with network services, software systems engineering and/or application development to restore service and/or identify problemsUsing best practices and knowledge of internal or external business issues to improve products or servicesMeeting contractual performance criteriaLocal travel may be required between customer buildingsMay have supervisory responsibilitiesCMA, DMA, or DTO certification may be requiredMember of a team comprised of a variety of skills that provide coverage from 6:00 a.m. – 6:00 p.m. Opportunities exist to provide 24×7 coverage.NOTE: Multiple levels of seniority are available dependent on qualifications/experience.Basic Qualifications:Knowledge of Windows Active DirectoryExperience providing technical support for Windows XP, Microsoft Office 2003 or later, Internet Explorer, and business applications used within a business environmentKnowledge of multiple desktop programs, configuration and debugging techniquesExperience with TCP/IP and general networking issuesExperience with virus scanning services; Desktop, stand-alone and laptop computing servicesExperience with servers, printers, and peripheral serviceSelf-motivated, organized, with excellent interpersonal, written, and verbal communication skills.Ability to embrace diverse technical disciplines and excellent customer intimacy skillsAbility to adapt to quickly changing tasks and requirements and the ability to quickly learn new skills while on the jobAttention to detail, leadership, and collaborative and independent work processDemonstrated problem solving and technical skills to resolve critical IT issues.Expertise, training, and actual work experience with specific, systems and technologies.Local travel may be required between customer buildings.Must be a self-starter, work independently, and work with a clear and defined mission.Must demonstrate ability to thrive and succeed in a challenging environment.Bachelor’s degree and 7+ years of relevant experience. 4+ additional years of experience may be substituted for a degree.Preferred Qualifications:Related work experience in a technical help desk positionExperience with data transfer servicesIAT Level II certification.Experience with ServiceNow ITSM & ITBM.Prior experience managing projects from low-mid complexity.ITIL® v4 Foundation, or higher, certificationSecurity Clearance Requirements:Current/active TS/SCI with Polygraph.Physical Requirements:Must be able to remain in a stationary position 50%.Must be able to move/traverse within and between buildings and offices.Must be able to position self to maintain computers, including under the desks and in the server closet.Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.Must be able to move Audio/Visual or Computer equipment weighing up to 50 pounds.The person in this position frequently communicates with co-workers, management, and customers; must be able to exchange accurate information.Resolving technical problems and answering queries by telephone or self-service that involve computer hardware, software, network, system/application access, and telecommunications systems.For all positions requiring access to technology/software source code that is subject to export control laws, employment with the company is contingent on either verifying U.S.-person status or obtaining any necessary license. The applicant will be required to answer certain questions for export control purposes, and that information will be reviewed by compliance personnel to ensure compliance with federal law. ManTech may choose not to apply for a license for such individuals whose access to export-controlled technology or software source code may require authorization and may decline to proceed with an applicant on that basis alone.ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech’s Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer – minorities, females, disabled and protected veterans are urged to apply. ManTech’s utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access http://www.mantech.com/careers/Pages/careers.aspx as a result of your disability. To request an accommodation please click careers@mantech.com and provide your name and contact information.
Expected Salary
Location
McLean, VA
Job Posting Date
Sat, 27 Apr 2024 23:28:00 GMT